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PayJoy is a mission-driven fintech company providing secured credit solutions to underserved customers in emerging markets. The company has served over 18 million customers as of 2025 and operates as a Public Benefit Corporation with a focus on financial stability and sustainable growth.
The Merchant Operations Supervisor will lead PayJoy's merchant support operations in Indonesia, overseeing the onboarding, support, and management of merchant partners. This is a newly launched operations role reporting to the Operations Manager.
Key responsibilities include:
• Managing the complete merchant/partner onboarding process, including documentation, data entry, and compliance verification
• Handling partner queries and support requests with timely resolution while maintaining positive relationships
• Overseeing store-related operations including creation, closure, and clerk management
• Owning merchant support metrics such as onboarding turnaround time and requirement completeness
• Identifying process bottlenecks and driving operational efficiency improvements
• Providing technical guidance to merchants on product usage and troubleshooting
• Documenting and escalating complex issues to higher-level support
• Standardizing and localizing partner onboarding and support processes
• Supervising data reconciliation of payments and disbursements in coordination with Finance
• Generating weekly reports with recommendations for improved merchant experience
• Acting as subject matter expert on merchant-related issues and concerns
• Collaborating with Commercial teams in Indonesia and merchant support teams across other PayJoy markets
• Ensuring alignment with PayJoy's global merchant support standards and quality assurance initiatives
Requirements:
• Native fluency in Bahasa Indonesia and excellent English (verbal and written)
• 3–6 years of merchant support or business support experience (finance industry preferred)
• Strong hands-on understanding of Merchant KYB (Know Your Business)
• Deep experience administering and managing Zoho end-to-end (configuration, workflows, modules)
• Proven people management experience with direct leadership of at least 3 subordinates
• Strong operations mindset with experience managing both manual and automated workflows under strict SLAs
• Detail- and process-oriented with solid data analysis capability
• Proficiency with Google Workspace (Sheets, Docs, Slides) and/or Microsoft Excel
• Bachelor's degree or equivalent
• Willingness to work on-site in the SCBD area and ability to thrive in a fast-paced environment
• Reliable home internet for occasional remote work
Nice-to-have qualifications:
• Experience building and maintaining API integrations between Zoho and other systems
• Strong SQL and Python skills for deeper analysis and automation
• Experience with Zendesk or other CRM/support platforms beyond Zoho
• Track record scaling operations in a high-growth fintech environment
